FAQ

I have a new version of Microsoft Office that needs to be installed

An existing version of Office is installed and needs to be upgraded to
the latest version: Software upgrades are treated as a project and thus become a billable event.

I have a new program that needs to be installed

“Projects” are billed at a discounted rate from the standard Blue Net T & M rates. These discounted rates are outlined in the Plan agreement under section 5; Work Outside Scope of Plan. However installation of any mainstream Microsoft Client Products (such as Office, Visio, Project, etc.) will be covered under the Plan. Requirements for installation and continued support of any 3rd party software is as follows:
Software must be conventional & business class
Plans support “client-only” (not multi-tier software)
Customer must purchase and maintain valid licenses a vendor support contracts

Blue Net reserves the right to exercise its discretion to determine coverage for 3rd party software.

My Hard Drive Failed, what do I do?

Blue and Gold Plans: If your PC experiences a hard drive (or other part) failure, Blue Net will cover the cost to replace the part and the labor to install it. The Blue Net Plan includes an extended Warranty for computers up to 5 years in age from manufacture date. For PC’s over 5 years of age Blue Net will cover the labor to install the part; however the customer will be billed for any parts used to restore the PC to a working condition.Silver Plans: If your PC experiences a hard drive (or other part) failure, the client must cover the cost to replace the part(s) and the labor to install it. The customer must approve work, and will be billed for any parts used to restore the PC to a working condition.

Blue Net will make a “Reasonable Effort” to recover your data. If you
have a backup system in place and it resides on a, or is a covered system, we
will cover the time and effort to get your data back from that backup system.
However we will not cover any time or cost to recover data from a Hard Drive
that has failed or crashed without a valid backup, or the backup system does
not appear to have a known good or valid copy. If you need further data
recovery Blue Net can provide some basic recovery at an additional cost or we
can work with one of our approved vendors and they will bill you
directly. Any time used to interface with that vendor will be covered by
the Plan.

Does my covered server include management of backups?

Blue Net will make a “Reasonable Effort” to manage and maintain backups
for any industry standard backup software on a plan covered system. We
will also attempt to monitor and rectify problems with backup configuration and
jobs. Blue Net will ONLY offer fully manage backups via our “Tidal
Wave Backup” plans. Those plans add additional features like backup
validation, offsite recovery, and management of retention policies on dedicated
backup appliances.

I dropped my Notebook and it is now damaged, is it covered under the extended warranty?

Blue Net will not cover accidental damage or damage due to misuse or
improper use of the device. Blue Net can help make a determination if the
device is repairable. If Blue Net can repair the broken device Blue Net will
cover the labor (Red/Blue only), however you will be billed for any parts used.

My Notebook was stolen or lost (Gold/Blue only)

Blue Net does not cover the replacement cost for a lost or stolen
notebook or device. However once a replacement is found Blue Net will cover the
time to setup the replacement notebook, install any programs, and recover or
move any data to the notebook. Blue Net can also provide an asset report for
the Police or proper authorities detailing the serial number, model number, and
an inventory of the software installed. Blue Net can also provide a value for
the lost or stolen device and provide replacement pricing and quotes to provide
to your insurance company.

Software Updates

Blue Net will cover installing and maintaining Windows Updates, Service
Packs, and Hot Fixes. We will also cover patching for 3rd party
software, such as Adobe products, Java, QuickBooks, iTunes, etc.

Anti-Virus Software

Blue Net will install and maintain Anti-Virus software. As part of the Plan all of your covered PC’s, Servers, and Notebooks will get VIPRE Anti-Virus. If the customer chooses to use another AV product Blue Net will support and maintain that product, however there is no discount in the price for not using the VIPRE AV software that Blue Net provides as part of the Plan, and the customer is responsible for any cost associated with procurement and licensing of that Anti-Virus software.

I need to have some old equipment removed

Blue Net can remove any existing IT equipment with the exception of CRT
monitors. Blue Net will also make a “Reasonable Effort” to ensure that any
system with a hard drive will have the data destroyed. Blue Net uses several
methods for Data Destruction depending on the type of hard drive (SCSI, SATA,
SAS, IDE, etc.).

I have Windows (XP/Vista/7) on my PC and want to upgrade to the latest version of Windows

Blue Net considers upgrades to your operating system a “Project.” Blue
Net has flat rate pricing for desktop and notebook OS upgrades. The flat rate
pricing includes the upgrade, installing previously installed programs, and
moving or restoring data. The OS software license and hardware upgrades are not
included in the flat rate pricing, however Blue Net can assist with quoting and
procurement of software/licenses, and hardware that may be needed.

I need my desktop or notebook rebuilt due to a problem

Silver Plans:A system rebuild for covered devices is billed hourly at the project plan rate.
Blue and Gold Plans:Blue Net covers the rebuilding of a notebook or desktop with the Windows OS installed at the time of Plan coverage. Example: The PC has Windows XP at the start of coverage; it is determined a rebuild is required to solve a problem; Blue Net will rebuild the PC with Windows XP. If instead a Windows OS upgrade is desired, that is considered a “Project” and will be billed at the contract PC rebuild rate. (see example 11).

I have only 2 Physical Servers but 8 Virtual Servers / Machines, do I only need to pay for 2 Servers?

Blue Net covers the Physical Server plus one “Virtual Machine” in the base price of the Physical
Server. All other “Virtual Machines” are billed as a “Virtual Machine” as there is a separate plan fee for “Virtual Machines”.

I need to have Firewall ports opened can you do that?

As long as your firewall or network device is covered under the Plan,
changes made to that firewall or network device are covered. We will also cover
updates to firmware/OS that is running on those devices. If you have a supported
SonicWALL device, we can perform additional functionality as part of the Plan.

I need on-site support

On-site support must be pre-scheduled at least 2 business days in advance. We will make “reasonable effort” for unscheduled on-site visit requests. On-site hours of availability are Mon – Fri 8am to 5pm. If you have over 40 devices covered under plan, Blue Net can also setup pre-scheduled visits 1 to 2 times per month to do routine maintenance and support as defined by the Plan.

Blue and Gold Plans: On-site tech support for covered devices is included in the plan.Silver Plans: On-site tech support for covered devices is billed hourly at the project plan rate.

I have an after-hours Emergency!

Blue Net will cover On-Site, Remote, and Telephone support Mon – Fri 8am
to 5pm according to the terms of the Plan. If you need support outside those
hours Blue Net will bill you at the contract afterhours rate as defined under
section 5; Work Outside Scope of Plan. Blue Net also has a Pre-Paid
afterhours option. The Pre-Paid afterhours support option is billed monthly and
will allow you to use support afterhours without incurring any addition hourly
billing. This allows you to use our services afterhours for updates and
maintenance due to down time that may occur. Afterhours work must be scheduled
in advance at a mutually agreed-upon time, and is subject to
availability. Blue Net will make a “Reasonable Effort” to respond
to an on-demand afterhours emergency, however Blue Net will make no service
level commitments.

We have a new employee and they need a new PC

If you wish to add a new PC, notebook, or server to the plan you may do so, however Blue Net will charge you at the hourly project rate to setup that PC, notebook, or server. Blue Net charges an activation fee to add that PC, notebook, or server to the plan. Once that PC, notebook, or server is added all of the benefits of the Plan will apply.

My Plan is about to or has expired, what are my renewal options?

Blue Net will provide a 30 day grace period to renew your contract once
it has expired. Blue Net will send a standard Plan invoice the month after your
plan expires and you have the option to resign a Plan agreement and continue on
as in the past with no additional activation fee. If you let your Plan lapse
for more than 30 days you will be billed at the standard Blue Net T & M
rates. If you choose to renew your Plan after the 30 day grace period has
expired you will need to pay any activation fees again..

I need to have my iPhone (Blackberry, Android, or Tablet) connected to my Exchange Server

Blue Net will help with configuring your mobile device to connect to
your corporate Exchange Server as long as your PC / notebook and your Exchange
Server are covered under the Plan. If you have a 3rd party POP3 or
IMAP account Blue Net will make a “Reasonable Effort” to help with getting that
e-mail account working. Blue Net will not cover support for any applications on
your mobile device, nor will any hardware or device warranty be offered or
extended to the device under the Plan.

I am having problems printing to my network or desktop printer

Blue Net will extend basic support to printers as long as the PC /
notebook and or server are covered under the Plan. Basic printer support
includes installing, updating, and troubleshooting drivers, connectivity
issues, and help with identifying hardware issues. Blue Net will also cover
setting up new network attached or direct attached printers. This will include
setting up a print queue, installing drivers, assigning an IP address, and test
printing from the PC. Blue Net will also support multi-function printers and
manage the relationship with your multi-function vendor; however Blue Net will
charge for setup of specialty printers, including Large Format, Plotters, and
Large / Complex Multi-Function devices. Blue Net will bill at a discounted rate
from the standard Blue Net T & M rates. These discounted rates are outlined
in the Plan agreement under section 5; Work Outside Scope of Plan. Blue
Net will not cover printer maintenance or hardware support, nor will any
hardware or device warranty be offered or extended to the printer. Blue Net
will not be responsible for any consumable supplies for the printer.

My portable hard drive or other peripheral is experiencing a problem when attached to my PC / notebook

Support is covered and Blue Net will make a “Reasonable Effort” and use
its discretion in troubleshooting and supporting any portable hard drive or
other peripheral (scanner, speakers, monitor, etc.). Blue Net will not cover
maintenance or hardware support, nor will any hardware or device warranty be
offered or extended to the peripheral device.

I need to upgrade my memory or my video card

The labor to install routine hardware upgrades such as RAM / memory or a
new video card is not covered. Blue Net will bill at a discounted rate from the
standard Blue Net T & M rates. These discounted rates are outlined in the
Plan agreement under section 5; Work Outside Scope of Plan.

I want to replace my PC / notebook with a new one

An entire PC / notebook replacement is considered a project. Blue Net
has a flat replacement fee for Plan customers. It includes setting up your new
PC, installing any programs you need, and transferring any data. The
replacement PC can then take the place of the retired PC on the Plan and your
monthly payment will not increase.

I need to get Remote Access to the network

Help with users that need remote access is covered under the Plan as
long as the remote access device (e.g. Firewall, Concentrator, or other remote
device) and the PC or notebook is covered under the Plan. If a user wants to
gain access from a home PC, Blue Net will make a “Reasonable Effort” to help that
user gain access, however any support that is given to update or fix any
problems on the Home PC to allow remote access is not covered, Blue Net will
bill at a discounted rate from the standard Blue Net T & M rates. These
discounted rates are outlined in the Plan agreement under section 5; Work
Outside Scope of Plan.

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